Hotline : 

  • 0061-2-8235 5888(From Overseas)
  • 1800 095 566(Within Australia)
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Disputing a Credit Card or Debit Card Transaction

Contact us to commence the Card Transaction Dispute process if: a transaction on your Credit Card or Debit Card account statement that is incorrect; or you do not recognise a transaction on your Credit Card or Debit Card account statement; or you wish to claim in relation to a purchase for goods or services you made on your Credit Card.

1. When you find a transaction on your Credit Card or Debit Card account statement that is incorrect

Check the following:

  • If the transaction was made in a foreign currency and converted to Australian dollars the exchange rate on the day of processing may have been different from the purchased date.
  • If you have a paper receipt for the transaction, check the amount shown on the receipt against the amount on the statement.

2. When you do not recognise a transaction on your Credit Card or Debit Card account statement

Check the following:

  • The purchase may have been made by person authorised to use your Card account.
  • The transaction may be a recurring membership or subscription fee.
  • The business from which you made a purchase may trade under a different name.

3. When you wish to claim in relation to a purchase you made on your Credit Card

Keep all receipts, invoices, order forms and emails or other correspondence in relation to the purchase.

Through your Card Scheme we can claim for non-delivery of purchases or services or for purchases or services that do not match the description or are otherwise defective.

We cannot claim for refunds as a result of your change of mind in relation to the purchase or service.

4. When you contact us

(a) Unauthorised transactions

If you are reporting an Unauthorised Transaction on your Credit Card or Debit Card we will immediately stop your card to protect your account from further unauthorised activity. You can come to a Retail Branch to be issued with a new Debit Card. If your Credit Card is cancelled a new card will be dispatched and you can elect to receive your new Credit Card in the post or to collect it from a Retail Branch .

To report unauthorised transactions on your Debit Card contact us on 1800 095 566 in Australia or (03)96706200 from overseas.

To report unauthorised transactions on your Credit Card contact us on 1800 026 228 in Australia.

(b) Incorrect amount on a transaction

If a transaction amount is incorrect but the transaction was authorised, we will not cancel your Debit Card or Credit Card. This may happen where you have authorised a direct debit to your account and the amount charged under that direct debit is not the amount you agreed.

We will lodge a dispute case through the relevant Card Scheme and they will get in touch with the payee bank acting for the business or person to whom the transaction was paid.

We will send you a letter or email to tell you the result of the dispute.

You always have the right to take your dispute directly to the provider of the goods or services that are the subject of your dispute. You are not required to take your dispute directly to the provider but it may be the quickest way to resolve your matter.

To report an incorrect transaction on your Debit Card contact us on 1800 095 566 in Australia or (03)96706200 from overseas.

To report an incorrect transactions on your Credit Card contact us on 1800 026 228 in Australia.

(c) Disputed goods or services purchased on your Credit Card

We will follow up with the Card Scheme to report the matter for their investigation.

You always have the right to take your dispute directly to the provider of the goods or services that are the subject of your dispute. You are not required to take your dispute directly to the provider but it may be the quickest way to resolve your matter.

To lodge your dispute in relation to the goods or services purchased on your Credit Card Please contact us on 1800 026 228 in Australia.

We will get in touch with the provider's bank and act on your behalf in relation to the dispute.

5. Recovering payment for disputed transactions for Debit Cards and Credit Cards

  • Depending on the type of transaction, if your dispute is successful, your money will usually be credited to your account within 3 business days.
  • If the provider of the goods or services under a dispute challenges your claim the time to determine the dispute will be longer. Disputes can take up to 45 days
  • If we recover the money we will credit the amount to your Credit Card account. If that account is closed, we will ask you nominate an account for payment and provide us with details of that account
  • A credit to your account will appear as at the date the disputed transaction was processed, and not the date the money was returned.